A Framework for Developing a Quality Strategy in a Customer Processing Operation

Increasing competition in the service sector provides an opportunity for firms to differentiate their services from the competition by providing and improving service quality. The development of a quality strategy to improve service quality is presented and the critical points in customer processing are identified.

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Year of publication:	1987
Authors:	Johnston, Robert
Published in:	International Journal of Quality & Reliability Management. - MCB UP Ltd, ISSN 1758-6682, ZDB-ID 1466792-7. - Vol. 4.1987, 4, p. 37-46
Publisher:	MCB UP Ltd
Subject:	Customers \| Quality \| Strategy \| Service Industries

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Type of publication:	Article
Type of publication (narrower categories):	review-article
Language:	English
Other identifiers:	10.1108/eb002888 [DOI]
Source:	Other ZBW resources

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